Redress scheme sees surge in complaints and member expulsions

The Property Redress Scheme (PRS) says that the top three complaints about agents last year are the same as in 2023.

They are issues with holding deposits, substandard service and oversight, and difficulties with tenancy fees and rent gathering.

Its annual report reveals that complaint enquiries rose to 2,861, a rise of 20% compared to 2023.

By December 2024, the PRS had investigated 15% more cases than the previous year.

It also managed to settle around half of those complaints quickly through early mediation.

In 2024, early settlements saw £194,878 being distributed, a figure that reflects a 45.8% drop from the £359,426 awarded in 2023.

However, 76 agencies were expelled, compared to 58 in 2023, an increase of 31%.

Reach amicable solutions

The organisation’s head of redress, Sean Hooker, said: “Despite the increase in complainant volumes, the time to resolve matters has reduced, with a higher number of satisfactory outcomes.

“Our steadfast commitment to early resolution has proven effective, reflecting a shared willingness among parties to reach amicable solutions.

He added that innovative methods, such as mediation, have boosted satisfaction levels while tackling substandard practices.

Membership now covers more than half of Britain’s letting professionals – though expulsions from the scheme leapt by 31%, with 76 agencies being removed compared to 58 in 2023.

Average complaint rate

The PRS says the average complaint rate held steady at just over 8% per member, down from above 10% two years ago.

Resolution times averaged 40 days—among the fastest in the field.

Overall, awards from settlements and decisions totalled £1,681,588, a 28% rise from the prior year.

Though 81% of claimants received full compensation, slightly down from 85% in 2023 due to increased case complexity.

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